Tech Support Specialist

Job Description

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. The TechSupport Customer Service Specialist combines excellent customer service skills with a solid technical foundation — capable of managing complex cases, analyzing data and logs, and coordinating with development teams while keeping the customer experience at heart.

The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.

MAIN RESPONSIBILITIES

Customer Support & Case Management

• Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy.
• Classify and prioritize issues based on urgency, business impact, and technical complexity.
• Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency).
• Document case details thoroughly, maintaining traceability and clarity for escalations or audits.
  

Technical Analysis & Troubleshooting

• Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data.
• Analyze logs and other system outputs to detect causes, errors, or inconsistencies.
• Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms.
• Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting.
• Collaborate with the Development team to reproduce, diagnose, and escalate complex issues efficiently.
  

Escalation & Collaboration

• Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context.
• Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements.
  

Process & Knowledge Improvement

• Identify recurring issues or process gaps and propose preventive or optimization actions.
• Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing.
• Support the onboarding and training of new CS members in technical aspects of tools and platforms.
• Collaborate with cross-functional teams on initiatives that enhance the merchant experience and streamline operations.
  
  

Requirements

Education & Experience

• At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments.
• Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms).
• Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required).

Technical Knowledge

• Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus.
• Experience in user access management, system permissions, and basic platform configuration.
• Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus.
• Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging.
• Familiarity with n8n is a plus.
• Strong proficiency in JavaScript (basic development level required); Python is a plus.
• Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA.
• Experience with Cursor IDE AI is a plus.

Skills

• Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting.
• Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory.
• Proven ability to work autonomously while maintaining close collaboration with cross-functional teams.
• Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success.
• Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast-paced environment.

Benefits

WHY JOIN US

• Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success.
• Work in a collaborative, innovative environment that values continuous learning and shared knowledge.
• Gain hands-on experience with cutting-edge systems, integrations, and automation tools that drive operational excellence.